Case Study: Tesco improves customer care decision support with PhixFlow

Tesco consolidated their view of order statuses

Tesco Direct, a major UK retailer, sought to improve its customer service for handling order returns and replacements. Their care agents struggled with a slow, fragmented process that required checking multiple systems and often needed managerial approval, which led to a poor customer experience. To address this challenge, they engaged the vendor PhixFlow to create a data-driven decision support application.

PhixFlow configured a solution that consolidated real-time order data from various internal and external logistics systems. This application provided agents with a complete view of each order and used predefined business rules to instantly recommend appropriate actions. Implemented in just two months by a single consultant, the PhixFlow solution improved the customer experience, reduced handling times, and empowered agents to make quicker, more accurate decisions.

Tesco